FOS Insights Analyst
New
M
MonzoFinancial services
Cardiff, London or Remote (UK)Full-TimeMiddle
Salary£33,600 - £44,450 + Incentive Awards tied to your performance
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Data AnalysisStakeholder managementLooker
Requirements
- Have experience carrying out root cause analysis and turning findings into meaningful improvements.
- Understand complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules.
- Be familiar with the Financial Ombudsman Service, complaint referrals, and how decisions are made.
- Be confident analyzing and interpreting data, including using Looker to identify trends and patterns.
- Be able to turn complex information into clear, practical recommendations for different audiences.
- Be comfortable working with stakeholders across teams, constructively challenging decisions, and influencing positive change.
Responsibilities
- Monitor key risk indicators, including FOS referral and overturn rates, to identify trends and opportunities for improvement.
- Carry out root cause analysis and deep dives into FOS referrals and outcomes.
- Turn complex data into actionable insights and recommendations for teams.
- Share findings with senior leaders and governance committees.
- Track agreed actions across teams and highlight progress and challenges.
- Assess the impact of completed actions and identify where further changes are needed.
- Work with the FOS to share insights, discuss differences in interpretation, and identify practical solutions.
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